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Official Time Warner Cable Thread

Discussion in 'TiVo Series3 HDTV DVRs' started by tunnelengineer, Sep 14, 2006.

  1. Sep 26, 2006 #341 of 6277
    danator

    danator New Member

    43
    0
    Sep 18, 2006
    Thanks. That's what i said to the boss lady, dual system or not. CC will be still working but customer have to deal with missing channels. There's no excuse for the tech to say "NO".
     
  2. Sep 26, 2006 #342 of 6277
    labatt

    labatt New Member

    10
    0
    Sep 30, 2001
    Everything ended up great yesterday when we were all done. Even with the issues throughout the day, I ended the day with two working CableCard's and all channels.

    Here's what I can say for those who aren't getting all the channels (I wasn't getting DiscoveryHD, TNT, HBO's or a bunch of other channels). When my first cablecard didn't work, the tech called the head end (for those that don't know what a head end is, it's where the cable provider's termination equipment is) directly and had them "run an update script". Within minutes, all my channels were there. The second Cablecard got installed and the same channels were missing. Once again, a call to the head end and a "run of the update script" solved the issue. I now get all channels on both cards. I don't know if this will help.

    I asked them to tell me specifically what the head end here in the Albany NY area did to provision the cards correctly and they couldn't, or wouldn't, tell me. All I can say is that if your tech has problems, the number here in Albany for customer facing customer service is 518.869.5500. Perhaps if your local tech explains who they are and asks to speak to field service or the head end they may be able to get through...

    With the way the techs were talking about "the impending discontinuation of cablecards within Time Warner" I am concerned, but the FCC does mandate their existence. I just wonder what has to be specifically supported on them - all normal programming? Or just a basic set of channels? I swear everyone I spoke to at Time Warner acted as if Cablecards were going away within days. I had to explain the FCC mandate for them to realize why they existed.
     
  3. Sep 26, 2006 #343 of 6277
    labatt

    labatt New Member

    10
    0
    Sep 30, 2001
    Seriously - I actually trained the TW tech yesterday on how to install the Tivo and troubleshoot cablecard issues. I should be charging THEM back, yet I still have to pay an ~$20 install fee!
     
  4. Sep 26, 2006 #344 of 6277
    BillP Studios

    BillP Studios Creator of WinPatrol

    20
    0
    Dec 26, 2002
    Scotia NY
    Great news Labatt!! :up:
    I heard from someone else in Latham who experience problems so maybe he'll see your post.

    My tech really didn't know much about TiVo or FCC regulations. All he had to do was call in my Host ID and I did the rest.
    Before my install I wrote to a family friend who is one of our Albany tech's. He sent me the message below. I suspect it's the typical attitude from their end.
    So, it appears they feel the cableCARD v1 is useless.
    I posted the letter sent to local TW customers at http://billpstudios.blogspot.com/2006/09/time-warner-battles-against-cable.html but so far the letter isn't accurate. It says we'll be losing all the premium pacific channels but I still have them all.

    Bill Pytlovany
    Bits from Bill
     
  5. Sep 26, 2006 #345 of 6277
    NetJunkie

    NetJunkie New Member

    3,566
    0
    Feb 19, 2003
    Charlotte, NC
    I just moved from Raleigh down to near Greensboro. The SA8300 I had in Raleigh was a PLEASURE compared to the one I have in Greensboro. Raleigh uses Passport, Greensboro uses Sara. I freaked out when I first turned it on. Awful...just awful. I've had some good techs in the Raleigh area and some bad ones. I fought a signal issue for a long time and finally got a really good tech out to help me.

    Unfortunately, I'm scared about my install on Thursday here in Whitsett. I kid you not.... When they came out to do our initial install in April it took them two hours for two standard boxes and a DVR. One standard box was taking a long time to sync up so the guy unhooks it to do something. My wife says "It's going to have to start over now." and the guy answers, no kidding, "No, these update their info OVER THE AIR.". Good lord. I'm doomed.
     
  6. Sep 26, 2006 #346 of 6277
    labatt

    labatt New Member

    10
    0
    Sep 30, 2001
    The only reason we talked about it was to pass the couple of hours of sitting around waiting for the stuff to work. He was interested in the S3 because his Dad loves this stuff - so he was scoping it out for him :)

    That's the great thing about the Tivo. Since the west coast channels just repeat what the east coast channels show 3 hours earlier (I believe this is correct), as long as we can continue to record our east coast channels we're fine! I am continuing to rent a basic digital STB from TW so I can get the two way services though. We sometimes use the movies on demand.
     
  7. Sep 26, 2006 #347 of 6277
    BillP Studios

    BillP Studios Creator of WinPatrol

    20
    0
    Dec 26, 2002
    Scotia NY
    Same here. I have one of my TiVo's S2's connected to one of their Digital Boxes so that way I can record non-Basic content and Premium channels. That way I can use it to copy it to my other TiVo's or burn things on a DVD.

    Hopefully, we'll soon get the capability to at least copy TO the S3 from our other S2 systems. That shouldn't break what ever CableCARD regulations that prevent the S3 from having TiVoToGo available.


    Bill
     
  8. Sep 26, 2006 #348 of 6277
    macsamurai

    macsamurai TiVoSamurai Too!

    84
    0
    Dec 30, 2001
    Brooklyn...
    Can anyone with Time Warner NYC (manh, brooklyn or queens) who has WORKING CableCards in their Series 3 already PM or email me so I can get some info from you that might help get mine working properly? It's been 2 weeks and TW still can't get my cards to receive anything but the basic local channels (the nbc/cbs/abc/fox locals on 2/4/5/7 and 702/704/705/707 for HD). Other channels, like TNT, Comedy Central, Nick, etc and my premiums channels just give me black screens with no video or audio. Every now and then I'll check one of the non-working channels and i'll get an image for a split second and then that image freezes, but the local channels work when I switch the channel again. My old TW standard digital cable box is receiving all the channels it should (basic and standard and extended tiers + hbo, sho and max) when I switch inputs. Signal strength according to TiVo's gauge is 97 or higher - even on the channels where I get no programming, only black screen.

    I've had 2 techs, 1 foreman and had the cards themselves swapped 2x already. The host IDs match every time they call the check them again. I've got TWCNYC's Public Affairs department involved now because I got sick and tired of having people promise to call me back with answers and never doing so and the public affairs people have been great in that they sincerely seem to want to help but all I keep hearing is that their IT Dept is looking into it and they don't see where there's a problem on their end.

    This seems to me like a problem specifically with the account authorization (in fact the cablecard cp screen still says Auth in Progress for each card and there is still no RF IP address for either card) but no one can find out exactly what is wrong.

    The channels that I do get are gorgeous of course :)

    I figure if I can speak with someone who already has theirs setup with Time Warner NYC I can perhaps have them look at how that account is setup and figure out what is different about mine that makes it NOT work!

    Thanks in advance to anyone who hears my plea :)
     
  9. Sep 26, 2006 #349 of 6277
    andyf

    andyf Active Member

    1,176
    2
    Feb 23, 2000
    Houston,...
    Black screen sounds kind of unusual. Usually, if you're not pulling in a picture or are not authorized for a channel you get a grey screen. This may sound like your TV not displaying the picture it's being given. HDMI/DVI connection?

    Have you tried an analog connection to your TV, like using the S-Video connection first and then moving up from there.
     
  10. Sep 26, 2006 #350 of 6277
    Bubbette

    Bubbette New Member

    6
    0
    Sep 26, 2006
    Got our Series 3 last Friday; TWC came a half hour late on Saturday. The installer did have the 2 cablecards we ordered. He did not even know what a Tivo was, and was confused as to why we had ordered 2 cards when we already had them in our TVs. During this time, he is talking to a friend on his bluetooth phone stuck in his right ear canal. We handed him the Tivo instruction sheet that came with the unit, but he insisted he never followed "their directions." "I thought you had never worked with a Tivo unit before." "That's right." "Then how come you refuse to follow their directions?" He installed both cards without going through the requested procedure. Only 1 of the cards works as far as getting all the HD channels; The one in Tuner 2 does not get the high def tier - 930 thru 950. He says it must be the Tivo unit but refused to switch the cards to check if it was the card or the unit. "I can't do that." He did not require a credit card and another tech is supposed to come back tomorrow to "fix" the problem. TWC is charging us $50 per card for the install and $1.75 per month per card. Oh, Lord, when will TWC train their technicians in the field of cablecards?
     
  11. Sep 26, 2006 #351 of 6277
    derekcbart

    derekcbart New Member

    175
    0
    Sep 1, 2005
    Los Angeles
    I'm in Los Angeles and had TWC (formerly Comcast) install last Friday (09/22/06). I got the last two CableCARDs in the area apparently. The installer followed the TiVo instructions and stayed on the phone with the various technical agents until both cards were recognizing all of the channels. It went really well for me and I am enjoying all of the HD programming now.
     
  12. Sep 26, 2006 #352 of 6277
    minckster

    minckster New Member

    642
    0
    Aug 31, 2006
    Manhattan NYC
    You can call 311 to complain to the city's Cable Service Office at the Department for Information Technology. Good luck!
     
  13. Sep 26, 2006 #353 of 6277
    macsamurai

    macsamurai TiVoSamurai Too!

    84
    0
    Dec 30, 2001
    Brooklyn...
    It's not the TV. I have connections on Component (2 component inputs - the old tivo + cable box + the dvd player), S-video (my iPod video) and also tested the DVD player on the HDMI port and DVI as well (same cables even to be sure it wasn't a cable problem).

    We've had the TV for over a year and there's not a thing wrong with it.
     
  14. Sep 26, 2006 #354 of 6277
    macsamurai

    macsamurai TiVoSamurai Too!

    84
    0
    Dec 30, 2001
    Brooklyn...
    Thanks - as I said, I've already got the Public Affairs office involved (they are who contacts you when you complain to the public utility commission or to the President's office)
     
  15. Sep 26, 2006 #355 of 6277
    Hokie Fan

    Hokie Fan New Member

    4
    0
    Sep 26, 2006
    Columbia, SC
    Last week I received my Series 3 and immediately called TWC to schedule an install. Earliest available was today (Tuesday 9/26). I carefully explained to the CSR on the phone that I needed two CableCARDs. He explained that I wouldn't be able to do PPV or VOD with CableCARD devices, I said that was fine and we proceeded with the order. After a few minutes I had my new total for monthly service. Going with two CableCARDs instead of the 8000HD DVR resulted in a net decrease of $13 per month. CableCARDs are apparently $1/mo per card. Emminently reasonable!

    Fast-forward to today, installers arrive at 12:30 for a 11AM-2PM install window and disaster strikes immediately. Installers are sub-contractors for TWC, not actual TWC technicians. Installer #1 asks me, literally, "What do you want us to do?" Installer #2 shows me the work order that says "Install two (2) CableCARDs" and then asks, "what do the cards look like? Is it for a computer?"

    Turns out the subs have NO IDEA what CableCARD is or how you're supposed to install them. Not their fault that they haven't been trained and were sent out on a call without the equipment, although it clearly stated on the work order that they needed two cards. I tell them that if they can get the cards I'm sure I can help them install the cards. I confirm that they have my phone number and off they go to see if they can find some cards.

    In the meantime I call TWC, livid, and receive an on-time service guarantee credit for my next bill. The installers and their supervisor call me back about 40 minutes later and inform me that they have no CableCARDs at their location. I point out that I'm not blaming them, clearly dispatch screwed the pooch but that this reflects very poorly on TWC and is decidedly bush league.

    The supervisor swears up and down that they'll bring me *a* card tomorrow morning, "first thing." I point out that I in fact ordered and require *two* cards and they then confirm that I'll receive two cards first thing tomorrow around 8:30 in the morning. I'll report back my anticipated fury when that doesn't happen tomorrow.
     
  16. Sep 26, 2006 #356 of 6277
    besposito

    besposito New Member

    14
    0
    Jan 30, 2005
    My TWC Raleigh cablecard install continues....

    Recap - I have two S3s. First one had cablecards installed and provisioned without a hitch. Still working fine.

    The second S3 had cards installed, but never provisioned correctly. I receive standard channels (1-99) and local HD, but do not receive digital tier (110-200) and premium HD like HBOHD, DiscoveryHD, etc.

    I have had TWC out at my house 5 times and they have replaced 10 cable cards on my second S3 trying to resolve the issue.

    What we have learned from all of this is that the problem lies with the provisioning that is done back at the "central office". The nice thing about having one S3 working and one not is that I was able to swap the two and confirm that the issue is NOT with my line, cable,wiring, signal strength, signal quality,etc.

    The sympton is consistent. I get all of the standard cable channels (1-109), and the local HD channels. This is because these channels do not require any provisioning to receive (Any TV with a digital tuner can get these). The problem channels are the digital tier 110-200 and premium channels like HBOHD, DiscoveryHD etc. In the 5 various attempts to fix my second S3 I have at times received the premium channels like HBOHD, but when they would re-provision later I would loose them. I have never been able to get the digitial tier on the second S3.

    My current status is that they are going to repovision again, but they have to wait for some server to "reset" this evening before it can do it...something about flushing out the old IDs with the new one...tech not very clear on this. Supposedly tomorrow I should have it reprovisioned and working...I am not holding my breath.

    So my theory is that all the cablecard issues that center around receiving some but not all channels (especially the digital tier or premium HD) is because they are not properly configuring the provisioning data. To get it resolved you have to find the right internal person who understands and knows how to provision the cards correctly. I am still searching for this elusive person.
     
  17. Sep 26, 2006 #357 of 6277
    mercurial

    mercurial Retro-Av

    17,166
    0
    Oct 17, 2002
    Caraleigh, NC
    besposito- could you please get it ironed out before my dual S3 install next Wednesday?

    And, if their provisioning/authenitcation system is ANYTHING like the ones I used in our old lab for setting up CTMs for doing VoIP testing, I can believe they're a pain to get setup just right. Sometimes it would show the same data for two end-points- except where they were supposed to differ- one working one not and it could come down to the order you set them up.
     
  18. Sep 26, 2006 #358 of 6277
    zimmou

    zimmou New Member

    5
    0
    Sep 18, 2006
    Queens, NY

    got mine installed this morning. the cards were authenticated right away, but none of the encrypted channels worked. I came home this afternoon and pulled out the cards, put em back in again. Called TWC and they said to wait until tomorrow morning and see if it works then. While I was on the phone the channels started working.

    Before, it was saying "Waiting for EMMs" or something like that on the CP screen in the cablecard menu. That has cleared up and ECD: now has a number after it. I'm sure you can tell i have no idea what all that means...

    Strangely, I was on the DTValue plan, and I'm getting channels I'm not supposed to have, like TNTHD, discoveryHD, and Bravo, and not getting a few channels I should. I feel like i've come out ahead though, so i won't be calling them about it unless they've upgraded my package without telling me (wouldn't put it past them).
     
  19. Sep 26, 2006 #359 of 6277
    besposito

    besposito New Member

    14
    0
    Jan 30, 2005
    Oh yeah...here are a few myths often told by the techs...

    Myth: "X% of cablecards are bad...we just have to keep trying new ones until we get the right one"
    Truth: Everytime they replace the cards, they have to reprovision them. Sooner or later the right person configures the provisoning data correctly and when it is sent everything works. Its the old "even a blind squirrel finds a nut sooner or later" theory

    Myth: Some of the cablecards we get arent programmed properly when we get them so they dont work. We just have to keep trying new ones until we get one that is.
    Truth: See myth above.

    Myth: The signal to your Tivo is too low/high/too-much-interference/too-much-signal-noise ratio and that is why you can get some channels.
    Truth: While the above could cause problems like channels or audio dropping or breaking up at times...it is not going to cause all of the standard channels and localHD to work perfectly and the digital tier / premium HD to not appear at all.

    Myth: It will take a few hours for all of your channels to appear, but it should start working by tomorrow.
    Truth: The tech is tired of sitting around and nothing working and so by telling you this he can get on to his next call and let someone else worry about it tomorrow when it still doesnt work.

    Myth: Cablecard installs are so complicated that they need to send a tech to your house to make it work.
    Truth: The install is easy. The provisioning back at the central office is complicated and a significant percentage of the engineers in the central office dont have a clue how to troubleshoot or properly provision the cablecards.
     
  20. Sep 26, 2006 #360 of 6277
    labatt

    labatt New Member

    10
    0
    Sep 30, 2001
    It would probably never happen, but you should request that your group contact the Albany NY region Time Warner group (518.869.5500). I had a similar problem (channel provisioning was incorrect) and they were able to solve the problem within 20 minutes. Some engineer at their head-end knows what they're doing. Good luck!
     

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